“After traveling for over 7hrs to get to the resort. The room I reserved (1bdrm w/ 2 full size beds for a reservation for 4 people, none of which were, a couple), was not available for me when I arrived. The staff that checked me in was indifferent to the circumstance and just merely offered "Sorry, we don't have anymore rooms with double beds available" as a consolation. I brought my cousin with me on this trip because she was considering purchasing at Hilton however, the treatment received was completely unacceptable and to say the least she was unimpressed. It took an hour and a great deal of persistence on my behalf to get the room I reserved. After waiting for over 45 minutes for the front desk staff and manger to search your system for a room and then tell me they don't have one. I stated that saying sorry was not acceptable. I needed a 1bdrm. w/ 2 double beds as I reserved. I frequently had to ask why I was waiting because once I stated that saying sorry was not sufficient and I needed a 1bdrm. w/ 2 double beds as I reserved. The staff moved to the other side of the lobby and just kept tapping & looking on a computer without a word with regards to what they were doing and for whom. I did not know if they were searching for something else or if they were trying to assist me. Their treatment was very dismissive & It became apparent that their avoidance was in hopes that I would just go away. At one point the manager even escorted me and my guest away from the desk to sit on the couch in the lobby, I felt like to just get me out of the way. Because, I had to ask for water & take initiative to walk back up to the desk after 15 minutes to request the status of a room. However, once I stated that I needed to either get the accomodations reserved, or be compensated as a HGV member for the inconvenience. The manager SUDDENLY finds the percise type of room I initially reserved. This was appalling to both me and my guest. We did not appreciate having to wait an hour for a room, be stressed out regarding the accommodations and most of all be treated with condescending behavior & remarks by the staff. From the moment I walked into the lobby, I wore a mask. Once finally being given the keys to a room, the manager comments "happy to see a smile on your face". First, I was not smiling and second, if I was smiling the mask would have prevented her from seeing it. The entire experience was unsettling and really started what was intended to be a relaxing Girls Trip on a very poor note. I have been a member with Hilton for a very long time and this is the 2nd time that I have been to the Grand Islander. Both of which have not been very pleasant experiences. I love the facilities but in both circumstances the staff has left me feeling very unhappy. In addition to my negative experiences, each time I've visited the Grand Islander their appeared to be many unsatisfied customers in the lobby complaining and they happen to all be African American. I have stayed in the Hawaiian Village many times (5) to be exact and I have never had any problems at any of the other locations but, the Grand Islander. I will not book there again, it just not worth the headache.”

“Las habitaciones son las más nuevas del Hilton Village y están en buenas condiciones, pero la ubicación es un poco imprecisa. Muchas de las vistas al mar están cubiertas por los edificios de enfrente. Sin embargo, considerando el asombroso costo del alojamiento y la comida en Hawái, los alojamientos tipo condominio donde puedes sentirte como en casa y comer lo que quieras mientras te quedas en casa son muy atractivos, y Hilton es uno de ellos. Dado que somos los propietarios, hemos estado actualizando regularmente y continuaremos usándolo en el futuro, pero la amabilidad de algunos empleados de recepción parece necesitar mejoras.”